Case Study: Growth led Operations Review & Transformation


Our client a UK regulated Financial Services Firm providing execution, settlement and custody services, required the design and delivery of a programme of process simplification and capability uplift to improve operating leverage while reducing risk, increasing resiliency and enhancing the client experience.



  • Business growth strategy required operations to increase processing capacity and reduce operating leverage.
  • Processes had evolved over time resulting in inefficiencies, duplication and manual execution.
  • Structure had micro teams with narrow capability and overuse of temps to service peak periods. Under utilisation of off-shore centre.
  • Client complaints reflected sub-optimal service.


  • Assessment of requirements and identification of key levers.
  • Process re-engineering of key operational areas. Automation using workflow tooling.  Review of control framework.
  • Redesign to reduce layers and increase spans of control. Cross-training of employees. Location consolidation and increased dual processing with off-shore centre.
  • Training provided to client service representatives.


  • Operating leverage improved by 5.2% 2018 v2016. Operational Risk Events decreased by 28% and Operational Losses by 74% 2018 v 2016.
  • Process inefficiencies removed in key operational areas. Exceptions and aged breaks reduced  by > 70%.  Asset transfer times reduced by 33%.
  • Operating model embedded and supporting peak periods and volumes. Temp costs reduced by 75%.


To find out more about the services we offer across consulting, from advisory, resource augmentation, interim to managed services please get in touch with one of our team.

Ready To Get Started?


Complete the form below and a Sheffield Haworth representative will contact you shortly.



(Attach only doc, docx, pdf, rtf, or txt with a size less than 3MB)